Contact Centre Research

Top reason for attrition poll graph cover

150

Are Low Wages the Only Reason for High Attrition Rates?

Do You Have a Customer Access Strategy in Your Call Centre? Poll Cover

172

How Many Call Centres Are Missing a Customer Access Strategy?

22 Survey Cover What Are the Most Important Contact Centre Metrics?

229

What Metrics Are Important to Contact Centres?

how often do you think that the notes agents take don't tell the story well enough?

Are Agent Notes Capturing the Full Story?

Do you feel you're effectively utilising Voice of the Customer (VoC) data to drive improvements across the contact centre and wider business poll cover

Missing Opportunities With Voice of the Customer Data

How Do You Calculate ROI In Your Contact Centre? Poll Cover

82

Shocking Number Failing to Measure ROI in the Contact Centre

22 Survey Cover What Is Your Mix of Contact Channels?

70

What Contact Centre Channels Are Used Most?

Leadership vs Management: Is One a Subset of the Other Poll Cover

65

Leadership vs. Management: Is One a Subset of the Other?

Can a regional accent make or break the success of a call centre agent cover

130

The Impact of Accents

which one is most important to you and the Senior Team in telephony featured image poll

87

What’s Your Most Important Telephony KPI?

how many screens (monitors) do your agents use? Cover

Two Is the Magic Number

22 Survey Cover What Technology Do You Have in Your Contact Centre?

223

What Technology Is Being Used in Contact Centres?

How Do You Operate Induction Training? Cover

69

How Do You Operate Induction Training?

Best Practice for Promoting Agents to Team Leaders Cover

108

Best Practice for Promoting Agents to Team Leaders

What Is Your Average Turnover Rate (Voluntary + Involuntary)? Featured Image

80

What Is Your Average Turnover Rate (Voluntary + Involuntary)?

22 Survey Cover What Initiatives Do You Currently Have in the Contact Centre?

144

What Initiatives Are Contact Centres Using?

What Percentage of Your Customers Use a Digital Channel? Poll Cover

64

What Percentage of Your Customers Use a Digital Channel?

When Placing Outbound Calls, How Important Is It That Your Company Name & Number Show Up on The Call Recipients’ Caller ID?” Featured Image

119

The Importance of Caller ID

‘Do you know how your Agent Attrition Rates compare against the UK Industry Standard for your Sector?’

108

How Do Your Attrition Rates Compare?

22 Survey Cover On Average, How Often do Your Home Workers Work From Home?

73

How Popular Is Working From Home?

What KPI is the most valuable in improving NPS / CSAT?

355

The Most Valuable KPI to Improve NPS/CSAT

Used Headsets Poll Featured Image

58% of People Would Accept Used Headsets

Which Is Better as a Communication Channel

137

Which Is Better as a Communication Channel?

“Should companies require any company supplied headsets to be returned if/when the employee leaves?”

241

Should Companies Require the Return of Headsets?

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